Criminal Case Support

Mobile Game Support

In-App Purchases

Mobile: My purchase did not appear in my game

To make an in-app purchase an Internet connection is required. Where possible, it is recommended that you use Wi-Fi to ensure any in-app purchases you make are processed successfully.

While most of the time purchased items are delivered immediately to your device, on occasion, some orders take longer to process. If your purchase doesn't arrive right away, please wait a few minutes – you should have it soon!

If you make a purchase but do not receive the item, please check your email for a proof of purchase from the app store you are using (e.g. iTunes App Store, Google Play). You may also want to check your purchase history.

If you have a proof of purchase and still haven’t received your purchase after a few hours, please refer to the assistance provided in your receipt:

  • For the iTunes App Store please click the "Report a problem"
  • For Google Play, please click the "Questions? Contact Pretty Simple"

Mobile: Can I transfer in-app purchases between my devices?

Your purchases will automatically register on all devices on which you are playing as long as you're connected to the same Facebook account

If you've purchased a Pet, and you want it on another device, you can "Restore" your purchase in the Setting's Menu (click the "gear" icon visible on the Map screen, then click the button "Restore in-app purchases"). This also applies to non-Facebook connected users.

Note: If you've made a purchase, but this purchase hasn't registered on another device, please see the following article under Supported Devices and Settings "What is synchronized between Facebook and my device?".

Mobile: I found some purchases I did not make

Please note that we cannot make charges to your account without your authorization. 

If you share your device with other household members (especially children), we recommend that you set up a payment password.

Mobile: Where can I view my purchase history?

To review your purchase history:

iTunes App Store (iPhone, iPad, iPod)
1. Open iTunes on your computer
2. Select your username (this should be your e-mail address), and choose “Account”
3. Scroll down to “Purchase History” and choose “See All”

For more detailed instructions, please check the following iTunes App Store FAQ article: https://support.apple.com/HT204088

Google Play (Android devices)
1. Go to payments.google.com, then log in with your Google account
2. Select “Transactions” to display your Play Store order history
3. Choose an individual entry to view its corresponding receipt

For more detailed instructions, please see the following Google Play FAQ article: https://support.google.com/googleplay/answer/2850369

Supported Devices & Settings

Mobile: Which devices are compatible? Where can I download the app?

iOS Compatibility 

Criminal Case requires iOS version 6.0 or later on the following device models:

  • iPhone 4, iPhone 4S
  • iPhone 5, iPhone 5c, iPhone 5s
  • iPhone 6, iPhone 6 Plus and later models
  • iPod Touch 5th generation
  • iPad 2 and later models
  • iPad Mini and later models

Android Compatibility

Criminal Case is available on Android devices that meet the following technical criteria:

  • Run on Android OS 4.0 (Ice Cream Sandwich) or higher
  • Support a 320x480 resolution or higher
  • Own a processor built on ARMv7 or x86 architecture
  • Support OpenGL ES 2.0

Amazon Kindle Fire / Fire Compatibility

Criminal Case is available on the following Amazon Kindle Fire and Fire devices:

  • Kindle Fire (2nd Gen)
  • Kindle Fire HD 7 (2nd Gen)
  • Kindle Fire HD 8.9 (2nd Gen)
  • Kindle Fire HD 7 (3rd Gen)
  • Kindle Fire HDX 7 (3rd Gen)
  • Kindle Fire HDX 8.9 (3rd Gen)
  • Fire phone
  • Fire HD 6 (4th Gen)
  • Fire HD 7 (4th Gen)
  • Fire HDX 8.9 (4th Gen)

Download Criminal Case from the following app stores:

iTunes App Store (iOS): http://bit.ly/CriminalCase_iOS
Google Play Store (Android): http://bit.ly/CriminalCase_Android
Amazon Appstore (Fire): http://bit.ly/CriminalCase_Amazon

Why isn't Criminal Case available for my mobile device?

We want to ensure that you have the best playing experience possible, and as such, Criminal Case is regrettably not available for all mobile devices due to constraints with some device specifications.

But you can still have fun playing Criminal Case on Facebook via a desktop computer! Just go here: https://apps.facebook.com/criminalcase

Mobile: How do I connect to Facebook and why is it a good idea?

To connect to the game with your Facebook account, click the "Log in with Facebook" button on the loading screen.

IMPORTANT: If you have the Facebook app installed and you are connecting your game to Facebook for the first time, please first make sure that you are logged into YOUR Facebook account on the Facebook app. Your game and any progress you’ve made, will automatically sync to the Facebook profile that you are signed in to.

While not mandatory, there are several benefits to connecting your game to your Facebook account!

Here's why it's a good idea:

  • You can save your game progress if you ever need to uninstall/reinstall the app on your device 
  • You can start playing at exactly the point where you left off at while connected to Facebook (or any other Facebook connected device)
  • You can collect all the Energy and the Cards your Teammates send you 
  • You can easily unlock new Cases by asking your Facebook Teammates for Reports 
  • You can compare your high-scores with those of your Teammates (and then try to beat their scores!)

Mobile: How can I save my game progress?

Your mobile game progress is saved in one of two ways depending on whether you're playing Facebook connected, or not.

Option 1: Your progress is saved with Facebook (most secure)

If your game is linked to your Facebook account, and you're playing while connected to the Internet, your progress will be automatically saved online. This ensures that you will not lose your progress if, for example, you need to switch to a new device or reinstall the app. 

Option 2: You're progress is saved only on your device 

If your game is not connected to Facebook, your progress will only be saved locally on your device. Please be aware that if you should reset or switch to a new device, or even accidentally delete Criminal Case, your progress will be permanently lost.

Mobile: Can I play without an Internet connection?

Yes, it is possible to play Criminal Case without an Internet connection. However, once you start a new Case, you will need to download the new content via a stable Internet connection.

Furthermore, if you want to play with your Facebook friends, purchase items or continue playing across multiple devices, you will need an connection to the Internet. 

If you are Facebook connected, but temporarily playing without an Internet connection, the game will re-synchronize with Facebook the next time you open the app while connected to the Internet.

Note: Some features are only active when you have an Internet connection.

Mobile: What is synchronized between Facebook and my devices?

Your game progression and all of your Inventory Items (Orange Juice, Chips, Hamburgers, Lucky Cards and Avatar Items) will be synchronized between your devices and Facebook. This means that you can switch between devices and be able to continue playing exactly where you left off.

Only your Energy Bar is not synchronized between your devices. This means Pizza purchases will only be activated on the device from which it was purchased.

Although your Energy Bars are independent, it also means that you have an extra 110 Energy available to investigate with! 

For example, you can play on your phone and use your 110 Energy, then switch to your tablet or computer and you will still have another 110 Energy to use.

Mobile: I want to disconnect from Facebook or switch accounts

Once you connect to Facebook, your game becomes permanently linked to your Facebook account. If you log your game out of Facebook, your game progress will be reset to Case 1. You can resume your progress at any time by reconnecting to the game to your Facebook account.

To disconnect or switch to another account, please follow these steps:

1. Make sure you are connected to the internet (WIFI is preferable).
2. Open Criminal Case. On the Map screen, click the settings "gear" icon in the top left corner of game. 
3. Click "Log out of Facebook."
4. The game will reload.
5. If you wish to switch to a different Facebook account, open the official Facebook app and make sure you're using the right account.
6. Click "Log in with Facebook" on the loading screen.

If you are receiving an error message when trying to log out, please verify your internet connection and try again. When unable to log out over a 3G/4G connection, we recommend that you connect to a WIFI connection to ensure that your game progress can be saved.

Mobile: How do I change the language of the game?

Criminal Case will automatically detect and use the language that you use on your mobile device.

If you'd like to change the language of the game, you must change the default language in your device's settings. Please refer to your particular device's support page if you need assistance with this:

As soon as you re-open the game, your preferred language will be displayed.

Please note that the app is currently available in 9 languages (English, French, German, Indonesian, Italian, Portuguese, Spanish, Traditional Chinese and Turkish).

Don't see your language? Don't fret! We are working hard to translate Criminal Case in even more languages in the future!

Mobile: Can I change my name in the game?

If you are playing Facebook connected, your avatar's name will correspond to your first name as it is displayed on Facebook. Changing your name on Facebook will change your name in the game too. Before changing your name, we encourage you to review Facebook's name standards.

If you are not playing Facebook connected, you will be prompted to enter your name after completing the tutorial. At the present time, it is not possible to change your name once it's entered. 

Troubleshooting

Mobile: My game crashed. What should I do?

Sorry that you experienced a crash while playing the game! Please know that we are doing our best to reduce these instances with each update, and we thank you for your patience while we address these bugs. 

That being said, many "bugs" can be resolved by following the steps below:

  • Update to the latest version of the game for all the latest content and bug fixes
  • Force close the app and reopen it
  • Force close other open apps to free up available memory
  • Restart your device to free up memory
  • Delete other apps if you're low on disk space
  • Update your device's software

If after trying the above solutions, you are still experiencing frequent crashes, please don't hesitate to get in touch with us. Please explain the issue in detail by telling us what action you were taking when the app crashed and if it is recurrent. Thank you!

Mobile: I can't download the next Case

On the mobile version of the app, you'll need to download new Case content before you can play it.

To do this you must have a stable Internet connection (WIFI is recommended if you're experiencing issues on a 3G/4G network).

If you are having trouble downloading the next Case, please double check your connection and try again. If this doesn't work, you may not have enough free memory on your device.

You can delete past Cases in the game’s “Settings.” To do this, click the “gear” icon in the top left corner of the game screen then select “Manage Storage” to free up space.

It may also help to "force close" the app and try again.

ANDROID: 

Please note that due to the needs of the Android operating system, you may need a larger amount of free local storage on your device (NOT on your SD card) to install and unpackage new Case content. This minimum amount of required free space varies per device. Don't worry - once installed, Cases only take up a minimal amount of storage. 

If you've already checked your connection and deleted past Cases but are still having trouble downloading the next Case, then please free up some additional space on your device's local storage.

Android: I'm not able to download a new Case even though I have lots of free space on my SD card.

Due to the requirements of the Android operating system, you need free disk space on your device's local storage in order for Criminal Case to run well. The minimum amount of required free space varies per device.

Even if Criminal Case is installed on your SD Card, all new content is downloaded and installed on your device's local storage as well. If you can't download the next Case, please free up space on your device by transferring other files or apps to your SD card until you can download more content. Don't worry - once installed, new content only takes up a minimal amount of storage.

Mobile: My Daily Bonus icon is grayed out

The Daily Bonus is a free gift you can receive everyday. To claim your Daily Bonus, click on "Gift" icon on the Map screen.

If your Daily Bonus icon is grayed out, please check your connection and try again. If you have an unstable 3G or 4G connection, we recommend that you try again over a WIFI connection.

Also, the daily cutoff for collecting bonuses is at 00:00 GMT. If you've already collected your Daily Bonus on your computer or on another device, you will not be able to collect within the same collection period.

Mobile: I have connected to Facebook, but I can't send or receive Reports or Gifts. How can I fix this?

First, please check your Internet connection. A stable connection is required to send requests and receive messages (e.g Reports, Energy gifts). We recommend that you use WIFI if you aren't able to send or receive messages over a 3G/4G connection.

If you're connection is good, but you are still having issues, then you may need to disconnect then reconnect to Facebook in order to reestablish the connection with your Facebook account. You can log out of Facebook via the game's settings menu (click the "gear" icon in the top left corner). To reconnect, simply click the "Log in with Facebook" button on the loading screen. 

Mobile: I'm connected to Facebook, but I can't see any of my Teammates. Why?

If your Internet connection isn't strong enough, you will not be able to send Energy to your Teammates, nor will you be able to view your Teammates on the score leader board at the end of a Crime Scene.

To resolve this issue, please double check your Internet connection and try again! If you're having trouble over a 3G/4G connection, try connecting to a WIFI network. It may also help to force close, then reopen the app.

Mobile: Why can't I see "Cash" on my mobile device?

As you may have you've noticed, there are some minor differences between the mobile version and the Facebook version of the game, one of them being that there is no virtual "Cash" option on the mobile app. Instead, on your mobile device, you don’t need virtual cash and purchase Energy Items, Reports, Instant Analysis and Pets directly.

If you play on Facebook as well, you can continue to buy and use virtual "Cash" as normal via a desktop computer.

Mobile: How do I update the app?

Always make sure your Criminal Case app is updated in order to benefit from the latest content, features and bug fixes!

To manually update iOS (iPhone, iPad, iPod) apps:

  1. Tap the "App Store" button on the home screen of your device
  2. Tap "Updates" in the bottom right corner
  3. On this menu, any apps that have updates available will be listed at the top
  4. If updates are available tap the "Update" button next to each app title or tap "Update All" at the top of the screen

How to manually update Android apps:

  1. On your Android smartphone or tablet, open the Google Play Store app
  2. Tap the Menu icon and select 'My Apps'
  3. On this menu, you can see which apps on your device have updates available
  4. Select individual apps and tap Update

Mobile: How do I force close the game?

Closing the app entirely ("force closing") and reopening it can often resolve many issues from synchronization to crashes. Please refer to the instructions and links below to find out how to force close apps on your device.

iOS (iPhone, iPad, iPod)

  1. Press the Home button two times quickly. You'll see small previews of your recently used apps.
  2. Swipe left to find the app you want to close.
  3. Swipe up on the app's preview to close it.

For full instructions, please refer to Apple's Support article: http://support.apple.com/kb/ht5137

Android Phones and Tablets

To find out the multiple ways you can force close an app on an Android device, please refer to the following article: http://www.wikihow.com/Close-Apps-on-Android

Android: Why can't I collect the daily rewards on the Criminal Case Fan Page?

Due to the current limitations of the Facebook app on Android, it is not possible at this time for Android users to claim rewards from the Facebook Fan Page.

You can however collect these rewards on the Facebook version of our game via your desktop computer or laptop:
1. Click the following link to add the Facebook version of the game to your computer: https://apps.facebook.com/criminalcase.
2. Visit the Facebook Fan Page to collect your daily reward: https://www.facebook.com/CriminalCaseGame
3. After collecting, re-synchronize your rewards to your device.

Please note that you can still directly claim any rewards that your Teammates share with you on Facebook (Coins, Orange Juice and Chips) via the Facebook app on your Android device.

iOS: I can't hear any sound or music in my game. Why?

It may be because your device is in "silent mode." When "silent mode" is enabled, all game sounds and music will be blocked even if the game's sound settings and your volume are switched on.

Depending on your settings and your iOS device model, you can re-enable sounds by either toggling the switch on the side of your device, or by swiping up from the bottom of the screen (to open the Control Center) and deselecting the "silent" option.

After un-silencing your device, the game's sound effects and music should resume immediately.

If this doesn't help, we recommend that you check the in-game sound settings by clicking the Settings "gear" icon in the top left corner of the game. It is visible when you're on the Map screen. In the settings menu you will have the option to toggle on or off the music and sounds individually.

Mobile: I can't connect to Facebook. What should I do?

First, please check your Internet connection. We recommend that you use WIFI if you aren't able to connect over a 3G/4G connection.

Still having trouble? It may help to log out of your profile on the Facebook app first. Please open the Facebook app on your device and sign out, then force close the Criminal Case app and try again. 

If you need help logging out of the Facebook app, please consult the Facebook support links below:

Mobile: I'm having trouble synchronizing with Facebook

Once connected to Facebook, your game progress should automatically synchronize every time you open or close the app.

However, your game is ONLY able to synchronize with Facebook and across your devices if you have a stable internet connection when opening or closing the app.

If you are having trouble, double check your internet connection then try again. Also, if you are experiencing problems synchronizing over a 3G/4G network, we recommend that you try synchronizing over a WIFI connection.

You can also force synchronization by force closing the app and then reopening it on a strong internet connection.

Please note that the game progress that will be synchronized with all your devices is based on your XP Level (not Case progression). As such, you may lose your progress on one device if you play on another without synchronizing your progress first.

Contact Us

Facebook Game Support

In-App Purchases

I made a purchase but it doesn't appear in my game. What do I do?

While most of the time purchased items are delivered immediately to your device, on occasion, some orders take longer to process. If your purchase doesn't arrive right away, please wait a few minutes – you should have it soon!

If you still don’t receive your item, please check your Facebook Payment History. If you don't see your purchase listed in the transaction history, the purchase did not go through and you should not be charged.

If you have a proof of purchase and still haven’t received your purchase after 24 hours, please click here to request a refund: http://criminalcase.com/help/fb-refund

Some orders are more commonly delayed when using payment platforms such as Mobile Phone, Paypal, Ultimate Pay, Interac etc.

Where can I view my Facebook payment history?

You can view your payment history from your payment settings.

To view your payment history:

  1. Click in the top right of Facebook and select Settings
  2. Click Payments in the left column
  3. Click a payment to view your receipt

Source: https://www.facebook.com/help/220279601335568

How do I find my Facebook Order ID?

All in-game purchases made via the Facebook version of the game are associated with a specific Order ID.

There are two ways to find your Facebook Order ID:

  • Your Order ID is indicated in the e-mailed Facebook receipt that you receive after completing your purchase
  • Your Order ID is available online in your Facebook payment history

To find your Facebook payment history, please follow these steps:

  1. Go to the payments section of your Facebook account by clicking here: https://secure.facebook.com/settings?tab=payments
  2. In the "Purchase History" tab, click on the price of the purchase that you want more information on.
  3. Find the Order ID/Payment ID in the Facebook receipt that opens in a new window.

Which payment methods are available?

There are several ways to make a purchase on Facebook, and each country has its own list of payment methods.

To check which method you are allowed to use in the country you live in, you have two options:

Troubleshooting

We wish to provide all our players with the best possible gaming experience. We are aware that some of you experience some issues and we are working hard to improve the game to reduce their occurrences.

How can I solve my technical issues?

Please note that some issues are not caused by the game itself but may be related to your computer. Your Internet connection, system configuration, software, spyware, malware etc. can sometimes be responsible for issues you encounter in Criminal Case. 

In order to solve your technical issues, we suggest that you try the following steps one by one and restart the game after each of them until the problem is solved.

  • Reload the game
  • Clear your browser cache
  • Disable your browser's antivirus/ad-block extensions or add-ons
  • Restart your computer
  • Unplug your router then plug it in again
  • Update your Internet browser (Criminal Case works best with the latest version of Google Chrome)
  • Close all other programs and applications before you start playing
  • Check that no one else is using the same Internet connection
  • Play using another Internet browser (Google Chrome, Firefox...)
  • If you are connected to the Internet via WIFI, use a cable to improve your connection
  • Play on a different Internet network (public WIFI, office network...)
  • Play on another computer
  • Check if Flash is up to date (http://get.adobe.com/flashplayer)
  • Check if you have any software, spyware or malware that might cause problems with the game

I have a “Timeout” error. How can I solve it?

You may have a connection issue if you have received an error message like the following::

  • Error Info: Timeout:cf55047e7339f717faee50d24849d 1e[...].swf"
  • Error Info: "startCase timeout"   /   Error Info: "endCase timeout"
  • Error Info: "startStage timeout"   /   Error Info: "endStage timeout"
  • Error Info: "processLabSample timeout"
  • Error Info: "getUserData timeout"
  • Error Info: "talktoSuspect timeout"
  • Error Info: "tradeCards timeout"
  • Error Info: "sendCompensation timeout"
  • Or any other error message mentioning "timeout"

If so, trying the following steps may help:

  • Close all other programs and applications before you start playing
  • Check that no one else is using the same Internet connection
  • If you are connected to the Internet via WIFI, try using a cable to improve your connection
  • Play on a different Internet network (public WIFI, office network etc.)
  • Try another computer

I have an “ActionName” error. How can I solve it?

You may have a connection issue if you received an error message like the following:

  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: startCase"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: startStage"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: endCase"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: endStage"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: collectDailyBonus"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, ActionName: processLabSample"
  • Error Info: "FlashCode: 2036, HTTPStatus: 0, ActionName: getUserData"
  • Error Info: "FlashCode: 2036, HTTPStatus: 0, ActionName: talktoSuspect"
  • Error Info: "FlashCode: 2036, HTTPStatus: 0, ActionName: tradeCards"
  • Error Info: "FlashCode: 2036, HTTPStatus: 0, ActionName: sendCompensation"
  • Or any other error message mentioning "ActionName"

If so, trying the following steps may help:

  • Close all other programs and applications before you start playing
  • Check that no one else is using the same Internet connection
  • If you are connected to the Internet via WIFI, try using a cable to improve your connection
  • Play on a different Internet network (public WIFI, office network etc.)
  • Try another computer

I have a “Can’t call” error. How can I solve it?

If you have received an error message like the following:

  • Error Info: Can't call 'askReports'ExternalInterface not available
  • Error Info: Can't call 'reloadPage'ExternalInterface not available
  • Error Info: Can't call 'flashIsReady'ExternalInterface not available
  • Or any other error message mentioning "Can't call"

...then you may want to try the following:

  • Update your internet browser.
  • Play on another Internet browser (Google Chrome, Firefox, Opera...)
  • Play on another computer

I have a “FileName” error. How can I solve it?

You may have an issue with your Internet browser cache if you have received an error message like the following:

  • Error Info: "FlashCode: 0, HTTPStatus: 200, FileName:93bf6b1dc1d27f322cf639eb1c1223f2_gbl.jsn"
  • Error Info: "FlashCode: 2036, HTTPStatus: 200, FileName: c2059dddf317ec90325dff504a4a58bd_samel_king.swf"
  • Error Info: "FlashCode: 2032, HTTPStatus: 0, FileName:[...]"
  • Error Info: "FlashCode: 2124, HTTPStatus: 0, FileName:[...]"
  • Or any other error message mentioning "FileName"

If so, please clear your browser's cache to resolve the issue.

I have errors indicating "askReports," "askFriendsForEnergy," 'sendGift," "postFriendBeaten," how can I solve them?

If you have received one of the following error messages, it might be due to a browser extension conflict:

  • Error Info: "askReports"
  • Error Info: “askFriendsForEnergy”
  • Error Info: “sendGift”
  • Error Info: “postFriendBeaten”

We have found that some antivirus and adblock browser extensions may block the game from functioning properly. 

To resolve this issue, we recommend disabling any antivirus or adblock extensions (such as Norton, Avast, McAfee and Adblock) that are installed on your browser.

After disabling the necessary extensions and restarting your browser, your game should return to normal.

How do I update my Internet browser?

Keeping your Internet browser up to date is important both for security and to ensure that websites load properly. For the most optimized gaming experience, we recommend you play Criminal Case on the Google Chrome browser.

To find out how to update your respective browser (Chrome, Firefox, Safari, Opera or Internet Explorer), please locate it below and follow the steps: 

Chrome

Normally updates happen in the background when you close and reopen your browser. But if you haven't closed your browser in a while you might see the Chrome menu in the top right change colors:

  •  A green menu means an update's been available for 2 days.
  •  An orange menu means an update's been available for 4 days.
  •  A red menu means an update's been available for 7 days.

To update Google Chrome:

  1. In the top right, click the Chrome menu Chrome menu.
  2. Click Update Google Chrome.
  3. Click Relaunch.
  4. The browser saves your opened tabs and windows and reopens them automatically when it restarts. If you'd prefer not to restart right away, click Not now. The next time you restart your browser, the update will be applied.

Source and full instructions: https://support.google.com/chrome/answer/95414

 

Firefox

By default, Firefox is set to automatically update itself but you can always do a manual update. Here's how:

  1. Click the menu button , click help and select About Firefox.
  2. The About Firefox window will open and Firefox will begin checking for updates and downloading them automatically.
  3. When the updates are ready to be installed, click Restart Firefox to Update.

Source and full instructions: https://support.mozilla.org/en-US/kb/update-firefox-latest-version

 

Safari

Safari is included with OS X. To get the most recent version of Safari, install the most recent version of OS X from the Mac App Store.

To keep Safari updated for your version of OS X, install all available Safari and OS X updates.

Source and full instructions: https://support.apple.com/HT204416

 

Opera

To help keep your version of Opera up-to-date, Opera includes an automatic update mechanism.

The auto-update dialog appears after a recommended update has been released. The browser checks for updates at regular intervals; to do a manual check, select the menu item Opera > About Opera.

Source and full instructions: http://help.opera.com/Mac/10.60/en/autoupdate.html

 

Internet Explorer

Make sure you've always got the latest version of Internet Explorer by turning on automatic upgrades. You'll get updates to Internet Explorer through Windows Update, including upgrades to the latest version.

To turn on automatic upgrades:

  1. Open the desktop, and then tap or click the Internet Explorer icon on the taskbar.
  2. Tap or click the Tools button (or tap or click Help in the Menu bar), and then tap or click About Internet Explorer.
  3. Select the Install new versions automatically check box, and then tap or click Close.

Source and full instructions: http://windows.microsoft.com/en-us/internet-explorer/which-version-am-i-using#ie=other

How do I disable my antivirus/ad-block browser extension?

Sometimes antivirus and ad-block browser extensions (such as Norton, Avast, McAfee and Adblock) can prevent the game from functioning properly. If you are encountering strange or inconsistent game behavior, we recommend disabling these extensions while you are playing Criminal Case.

Below are instructions explaining how to either disable your extensions one by one or how to play without using extensions. If you have doubts about which extensions need to be disabled, we recommend following the instructions on how to "play without extensions." 

Please refer the instructions that correspond to the browser that you use (Chrome, Firefox or Internet Explorer).

I. How to disable extensions one by one

Chrome (Version 31+)

1.  Go to the Chrome Menu  > More tools > Extensions

2. Uncheck "Enable" next to any antivirus or ad-block extensions that you may have (such as Norton, Avast, MaAfee, AdBlock). You may need to restart your browser for the changes to take effect. 

Firefox (Version 25+)

1. Use the keyboard shortcut Ctrl + Shift + A to access your "Add-ons Manager" then click "Extensions."

2. Locate any antivirus or ad-block extensions that you may have (such as Norton, Avast, MaAfee, Adblock) and click "Disable" for the chosen Add-ons. You will need to restart your browser for the changes to take effect. 

Internet Explorer (Version 11)

1. Click the Tools button  > Manage add-ons

2. Click "Toolbars and Extensions" and select any antivirus or ad-block extensions that you may have (such as Norton, Avast, MaAfee, Adblock). Once the add-on that you wish to disable is selected, click the "Disable" button in the lower right hand corner of the window, then click "Close." (You may need to restart your browser for the changes to take effect.)

II. Play without extensions (without having to disable them) Chrome (Version 31+)

Open the game in a Incognito Mode window. To find out how you do this, follow this https://support.google.com/chrome/answer/95464

Firefox (Version 25+)

You can find out how to start Firefox in Safe Mode: https://support.mozilla.org/kb/troubleshoot-extensions-themes-to-fix-problems

Internet Explorer (Version 11)

To find out how to manage your extensions in Internet Explorer, please follow this link: http://windows.microsoft.com/en-US/internet-explorer/manage-add-ons#ie=ie-11

How do I empty my browser cache?

A browser cache is a temporary storage of web data. Sometimes the stocked data becomes outdated. By emptying your browser cache, the data will be updated which can solve your issues.

Whichever browser you use, always make sure that you empty your cache completely, not just from a few hours or days ago.

Please note that only getting rid of your cookies will not solve any issue. 

Chrome v44+ (recommended browser)

  1. In the top-right corner of Chrome, click the Chrome menu. 
  2. Select More tools > Clear browsing data.
  3. In the dialog that appears, select Cached images and files.
  4. Use the menu at the top to select the amount of data that you want to delete. Select since the beginning of time.
  5. Click Clear browsing data.

Source and full instructions: https://support.google.com/chrome/answer/95582

 

Firefox v40+

  1. Click the menu button and choose Options.
  2. Select the Advanced panel.
  3. Click on the Network tab.
  4. In the Cached Web Content section, click Clear Now.
  5. Close the Options tab. Any changes you've made will automatically be saved.

Source and full instructions: https://support.mozilla.org/kb/how-clear-firefox-cache

 

Safari v8+ (for Mac)

  1. In the Safari menu bar, click the Safari menu.
  2. Select Preferences. 
  3. In the Preferences window, click the Privacy tab.
  4. Click the button Remove All Website Data....
  5. Click Remove Now in the pop up window that appears.

 

Internet Explorer v11

  1. In Internet Explorer for the desktop, click the Tools button , point to Safety, and then click Delete browsing history.
  2. Select the types of data or files you want to remove from your PC, and then tap or click Delete.

Source: http://windows.microsoft.com/en-us/internet-explorer/manage-delete-browsing-history-internet-explorer

Contact Us

How to Play

Gameplay

Here you'll find the most common questions related to gameplay! It's a good place to start if you're a new detective!

How do I unlock the next case?

To progress to the next Case, you need to:

1. Complete any outstanding objectives listed in the "Tablet" view (you'll find the "Tablet" icon in the bottom left corner of your screen).
2. Once you've accomplished all the investigation challenges (including the Additional Investigation), open the Tablet view and click the "Unlock" button
3. You will need 3 Reports to advance to the next Case. There are 3 ways to get Reports:

  • Ask 3 Teammates or Facebook friends to send you Reports. If you're playing on mobile, you must be connected to Facebook to access this feature. 
  • Wait 3 days and you will have enough reports for the next Case to unlock automatically.
  • Instantly unlock the next case If you're playing on Facebook, you can unlock the next Case with "Cash" (which is a purchasable item). If you're playing on mobile you can purchase access directly.

Tips:

  • If you're playing on Facebook, refresh your browser before checking for Reports to ensure that they load properly.
  • If you're playing on a mobile device, make sure you have a strong Internet connection so that you can be sure to receive all the Reports that your friends send you!
  • Report requests expire 2 days after being sent.

How do I unlock more Crime Scenes and progress in a Case?

To progress in a Case, you must accomplish the objectives listed in the "Tablet" view. To access this task list, click the "Tablet" button on the bottom left hand corner of your screen.

You will require Stars to fulfill certain missions (e.g. talking to suspects or playing evidence mini-games). You can earn Stars by playing Crime Scenes. 

There are other tasks that merely require some time to complete, such as autopsies or lab analysis. While you are waiting, you can continue investigating Crime Scenes in order to earn more Stars. . If you don't want to wait, you always have the option to complete a task instantly and progress in your investigation by purchasing an Instant Analysis.

As you complete the aforementioned tasks, more Crime Scenes will unlock and you'll move along further in your investigation. If you ever feel you are blocked in a Case, please click on your “Tablet” to see if you have any outstanding tasks you can complete.

What is the Additional Investigation?

After arresting the killer, you'll be asked to follow up with some of the characters associated with the murder you just solved. You may need to help or talk to them to gain some extra inside information!

You must complete a Case's Additional Investigation in order to unlock the next Case (except in Case 1).

To complete the Additional Investigation, follow these steps:
1. After arresting the killer, open the "Tablet" to view your tasks, then click on "Unlock" to gain access to the Additional Investigation.
2. Carry out all the actions listed in the Tablet menu.

Each time you finish helping a character, they will reward you with either Coins, XP, a Burger or an Avatar Shop item.

Completing all the tasks in the Additional Investigation will earn you a Silver Medal!

What is Elite Mode?

In Elite Mode you can replay your favorite Cases and earn Bronze, Silver and Gold Rings in return. When you enter Elite Mode, Crime Scenes and mini-games will be tougher - challenging you to put your expert detective skills to the test! It also gives you the chance to earn even higher scores and prove that you’re the best detective out there!

Elite Mode becomes available once you finish the Additional investigation and complete all 45 Stars within a Case. 

You can play Cases in Elite Mode concurrently with Cases in the regular playing mode, but you can only open a limited number of Cases in Elite Mode at a time. If you are unable to unlock additional Elite Mode Cases, it is because you need to arrest more killers and earn additional Bronze Rings.

Elite Mode is a challenge, but it also means that you can earn higher scores! If you beat a previous high score, then you and your Teammates will see a special Elite Mode laurel next to your name!

What are the Rings for?

Playing and completing Cases in Elite Mode will earn you Bronze, Silver and Gold Rings. Just as you earn Medals in the regular playing mode, you'll earn a Bronze Ring for arresting the Killer, a Silver Ring for completing the Additional Investigation and a Gold Ring for completing all the Stars.

If you are able to attain all 3 Medals and all 3 Rings in a Case, congratulations - this means that you really are the best of the best! 

Gold Rings also unlock special outfits in the Elite Avatar Shop. Once the Elite outfits are unlocked they can be purchased with Coins, and then equipped on your character like regular avatar items. 

The first outfit will be unlocked once you have acquired 2 Gold Rings. To access the Elite Avatar Shop, first open the Avatar Shop, then click the “Elite Shop” button in the top right corner.

What is Energy and how do I get it?

Energy is used in the game to investigate Crime Scenes. Here are the various ways that you can get Energy:

  • Automatic refill: Your Energy Bar refills on its own! Once you have at least 20 Energy, you can start investigating again.
  • Level Up refill: When you Level Up, your Energy bar will refill to 110.
  • Daily Bonus: Claim your Daily Bonus at least 2 consecutive days to start earn Energy rewards.
  • Purchase Energy Items: Need Energy right away? You can also purchase Energy Items. To do this, click the Energy bar at the top of the screen. If you're playing on Facebook, you'll first need to buy Cash to purchase Energy Items. If you're playing on Mobile, you can purchase Energy Bundle packs directly.
  • Fan Page gifts: Free gifts, including Energy, are offered every day on the Facebook Fan Page. Remember to "Like" the Fan Page to stay informed of all our offers! 
  • Friends' gifts: Your Teammates can send you +2 Energy as a free gift. You also get +1 Energy every time they accept Energy from you. The more Teammates you have, the more Energy you receive!
  • Promotion sharing: When your friends Level Up or Rank Up, they can share Orange Juice or Potato Chips on Facebook. Just click the “Claim Orange Juice” or “Claim Potato Chips” posts that appear in your Facebook News Feed. You can claim 3x Orange Juice and 1x Bag of Chips per day.
  • Additional Investigation rewards: Some characters will reward you with Energy after you have helped them during the Additional Investigation.
  • Extra Stars trading: Once you have finished the Additional Investigation, you can trade in your remaining Stars for Energy.
  • Pets' Lucky Finds: Some Pets can find Energy or Energy Items at the end of a Crime Scene Investigation.

How do I use Energy Items?

Once you have received Energy Items (Orange Juice, Potato Chips or Burgers), you can use them to get Energy at anytime.

Click on your Energy Bar to open your inventory. If you have any Energy Items in stock, choose the Item that you wish to consume by clicking the “Use” button.

 

What are Coins and Cash for?

What are Coins for?

Coins are an in-game currency that can be used to acquire special game items and features such as:

  • Boosters
  • Items to customize your Avatar
  • Police Pets

Here are the various ways that you can earn Coins:

  • Investigate a Crime Scene: The higher score you achieve in each Crime Scene investigation, the more Coins you gain!
  • Purchase Coins: Click the Coin bar at the top of your screen. On the pop-up that appears, select the Coin pack that you wish to buy. Choose your payment method and click on "Continue".
  • Fan Page gifts: Twice a week, free Coins are posted on the Criminal Case Fan Page. Remember to "like" the Fan Page to be informed about daily Giveaways. :)
  • Teammates can share Coins: When one of your Teammates advances in a Case, they may sometimes have the opportunity to share 1000 Coins with you. These shared Rewards will appear in your Facebook News Feed. (You can collect Coins in this manner 3 times per day for a total of 3000 Coins.)
  • Lucky Card collections: Once you have a complete "Clubs" collection, you can trade it in for 500 Coins.
  • Additional Investigation rewards: During Additional Investigations, you will have the opportunity to earn Coins by helping characters.
  • Daily Bonus: Earn Coins by collecting your Daily Bonus.
  • Progress in or complete a Chapter: Chapters are divided into several segments. Whenever you finish one of these segments or the entire chapter, you are rewarded with Coins.

What is Cash for?

Only available on the computer version of the game, Cash is an in-game currency that helps you advance faster in the game. You can use it to:

  • Get Instant Analysis in the lab
  • Get Reports to access a new Case
  • Purchase Energy Items
  • Adopt Premium Pets in the Police Pet Shops

How do you get Cash?

To purchase Cash:

  1. Click the Cash bar at the top of your game screen.
  2. Click "Buy" next to the Cash pack of your choice.
  3. A pop-up window will appear so you can select your payment method. Fill in the required payment information.
  4. Follow the instructions until you complete your purchase.
  5. If your Cash does not appear immediately, please reload the game.

Notes:

  • You cannot earn Cash by playing the game.
  • There is no Cash option on the mobile app. Instead, you can purchase Energy Items, Reports, Instant Analysis and Pets directly. If you play on Facebook as well, you can continue to buy and use Cash as normal via a desktop computer.

What are Lucky Cards?

Lucky Cards are gifts that can be traded in for Energy Items, XP or Coins. You can receive Lucky Cards in the following situations:

  • A Teammate selects you as a Partner for a Crime Scene investigation and sends you a Card at the end of a stage
  • Someone collects the Coins, Orange Juice or Chips that you shared on your Facebook Timeline and sends you a Card in return
  • When Police Pets have the ability to find Lucky Cards at the end of an investigation

Once you have a complete collection of the same suit, you can trade it in! A complete Collection is composed of 5 cards: an Ace, a King, a Queen, a Jack and a "10."

If you've completed a collection, a "New Collection!" bubble will appear next to the Lucky Cards icon on the Map screen. To trade it in, click the Card icon then click "Trade in" next to any Lucky Card series that is complete. Once traded in, the corresponding gift will be automatically credited to your inventory.

What is the Daily Bonus?

The Daily Bonus is a free gift you can receive everyday. To claim your Daily Bonus, click on the blue gift icon on the left side of the Map screen.

What you receive depends on the number of consecutive days you have played. You will either get Coins or Energy Items:

  • Day 1: 1000x Coins 
  • Day 2: 10 Energy
  • Day 3: 20 Energy
  • Day 4: 5000x Coins 
  • Day 5: 50 Energy

If you continue to collect the Daily Bonus for more than five consecutive days, you will be awarded 50 Energy every day!

If you stop playing the game for a day, you will go back to the Day 1 bonus reward of 1000x Coins.

The daily cut off for collecting bonuses is 00:00 UTC. To calculate what this corresponds to in your local timezone, check out this link: http://everytimezone.com

After 00:00 UCT, your Daily Bonus counter will reset to Day 1 if you haven't claimed your bonus.

Example

  1. I start playing Criminal Case for the first time on Day 1 and claim my Daily Bonus. I get 1000x Coins.
  2. I come back on Day 2 and claim my Daily Bonus. I get 10 Energy instead.
  3. On Day 3, I play Criminal Case but I forget to claim my Daily Bonus. I do not get anything.
  4. On Day 4, I remember to claim my Daily Bonus. I get 5000x Coins!
  5. I come back on Day 5 and also claim my Daily Bonus. I get 50 Energy.
  6. During 3 more days I come back everyday and claim my Daily Bonus. On Day 5, 6, 7 and 8, I get 50 Energy.
  7. Unfortunately I did not have time to play at all on Day 9. When I come back on Day 10 and claim my Daily Bonus, I get 1000x Coins.

The number of consecutive days you have claimed your Daily Bonus also determines how many Hints you will offer to your Teammates when they choose you as a Partner.

What are Hints? Why do some of my Teammates sometimes have less Hints?

If you are stuck in the middle of a Crime Scene Investigation, you can use Hints to locate hidden objects.

Hints are provided by the Partner you have selected to investigate a Crime Scene. The number of Hints available (from 1 to 5) is visible on the Partner select screen and in the bottom right corner while investigating a Crime Scene.

To use a Hint during an investigation, click on your Partner’s Avatar in the bottom right corner. A hand will then appear, pointing towards one of the remaining objects to find.

Tips:

  • Use Hints when you are stuck and cannot find the last item(s) to complete a the Crime Scene.
  • If you have used all the available Hints, the Hint circle will start to slowly refill until 1 Hint becomes available again.
  • Every unused Hint at the end of the Scene will give you 20,000 additional points. You can thus get up to 100,000 extra points!
  • You can investigate a Crime Scene and have 5 available Hints, even if your Partner has only 1 Hint to offer, thanks to the "5 Hints" Booster!

Why so some of my Partners have more or less Hints?

The number of Hints available to you during an investigation depends on the number of consecutive days your Partner has been playing Criminal Case.

If they remember to play the game for 5 straight days or more, they will have 5 Hints to offer! If they fail to play Criminal Case during one day, their Hint counter goes back to 1.

Likewise, if you play everyday, you will have more Hints to offer your Teammates. With more hints, your friend will be more likely to select you as a Partner, and the more often you are selected as a Partner, the more Lucky Cards you will receive (unless your Teammate chooses to skip this step).

What are Boosters?

Boosters are special power-ups that help you attain a high-score or find objects faster! They can be purchased with Coins on the "Select a Partner" screen just before launching a Crime Scene investigation.

There are 3 different Boosters:

  • Instant Magnifier (costs 500 Coins): Instantly displays a preview of the hidden items in the Crime Scene when you hover your mouse over the item name (if you're on a mobile device, just touch and hold your finger on the item name). This booster is not available for Differences and Puzzle Bonus Crime Scenes. TIP: Use an Instant Magnifier at the beginning of a Crime Scene to learn where all the objects are.
  • 5 Hints (costs 1500 Coins): Play Crime Scenes with 5 Hints, no matter how many Hints your Partner has! If you don’t use all these Hints during your investigation, you’ll have a higher Hint Bonus Score. This booster is best utilized when your Partner has only a few Hints to offer. If your Partner already has 5 Hints available, this booster will not be deducted from your inventory.
  • x6 Combo Starter (costs 3000 Coins): Start Crime Scenes with a completely filled out Combo Bar. Use it to increase your score!

Tips:

  • Boosters automatically unlock when you reach Level 5.
  • You can use several different boosters at the same time.
  • Boosters are for instant use. You cannot save them for later.
  • If you're playing on your computer and you make a mistake when purchasing boosters, close the game before clicking "Play!". When you reload the game your Coins will have returned to your inventory.

What are Teammates good for?

Having Teammates can have a positive effect on your game success! Here are some of the things they can help you with:

Assist you in Crime Scenes

Partner up with a Teammate when you enter a Crime Scene. If they have played 5 or more days in a row, they will offer you a full 5 Hints to help you find Items faster and get a higher score!

At the end of the round, you get the opportunity to send them a Lucky Card in thanks for their help. If they choose you as a partner in their game, they may send you a Lucky Card as well.

Fill out Reports

Teammates can send you 3 Reports to unlock your next Case. To take advantage of this, you first need to send out Report requests to your friends.

Send you Energy

Teammates can send you +2 Energy as a daily free gift. You also get +1 Energy every time they accept Energy from you. The more Teammates you have, the more Energy you receive!

How do I get a Police Pet and what do they do?

Why should I get a Police Pet?

Police Pets can help you find items (Orange Juice, Energy, Coins, Lucky Cards) called "Lucky Finds" at the end of Crime Scene investigations.

The Lucky Find you get depends on the Special Skills of the pets you've adopted. For example, the German Shepherd can either find 1000 Coins or a Lucky Card, while the King Charles Spaniel will either find 15 XP or a Lucky Card.

How do I get a Police Pet?

There is a Police Pet Shop in each District of Grimsborough, Pacific Bay and the World Edition. You can access Police Pet Shops in previous Districts; you are not restricted to your current District. Also, Pets are not limited to the District where you have adopted them - they can accompany you to any District and Case!

To unlock Police Pet Shops, you will need Gold Medals. You earn Gold Medals by completing all 45/45 Stars in a Case. The Gold Medals that you earn are only valid to unlock Pet Shops in the City in which you earned them (e.g. Gold Medals earned in Grimsborough will not count towards unlocking Pet Shops in Pacific Bay).

Most Dogs can be purchased with Coins, but premium Pets can only be bought with game Cash (on Facebook) or via direct purchase (on the mobile app).

Adopting a Pet

Once you have the required amount of Gold Medals to unlock the Pet Shop, go to the Map view and click on the "Dog" icon in any District you have access to. Choose the pet you want and click "Adopt."

Equipping a Pet

Equipping a Pet means that it will accompany you during all future Crime Scene Investigations until you decide to unequip it.

To equip a Pet or change from one Pet to another, open the Map view and click on the "Dog Bowl" icon. The "Dog House" appears. Click on the green arrows on each side of the pop-up to select the Pet you want, then click the "Equip" button.

How do I make my Police Pet evolve?

Making your Pet evolve will improve its Special Skill, increasing your probability of getting Lucky Finds! Once you have adopted one or more Pets, you will be able to evolve them by increasing their Loyalty.

The progression of your Pet's Loyalty can be followed by checking the Loyalty bar in the Dog House.

You can increase your Pet's level of Loyalty by feeding it. To do this, click on the "Dog bowl" icon visible in Map view. Use the green arrows to select the Pet you want to feed. Choose food for your Pet:

  • The Bone gives 1 Loyalty point and is consumed in 5 minutes
  • The Fish gives 5 Loyalty points and is consumed in 4 hours
  • The Chicken wing gives 10 Loyalty points and is consumed in 12 hours
  • The Ham gives 10 Loyalty points and is consumed instantly (this is a purchasable, premium Pet food)

Once your Pet has finished its meal, you can immediately feed it again!

Feeding Tips:

  • Bones are the best food to give to your Pets while you are playing, as you can go back and feed them often and easily.
  • The Chicken wing is the best food to give to your Pet before going to sleep, as it takes longer for your Pet to finish it.
  • A Pet can eat Ham while it is eating something else.
  • Nothing bad will happen to your Pet if you forget to feed it. :)

Your Police Pet Can Level Up

When your Pet's Loyalty bar is full, it will gain a Loyalty level and its abilities will improve.

In addition, your Pet will grow up when it reaches the 3rd and 5th Loyalty levels, getting a new appearance! Once it reaches Loyalty level 5, your Pet has reached its highest Loyalty level and cannot improve its Special Skill any further.

What is the Message Center?

In the Message Center you can find requests and gifts that your Teammates have sent you.

You can access your Message Center by clicking the Envelope icon on the left side of the Map screen.

If you're playing on mobile, you must first connect to Facebook in order to receive messages that your Teammates send you.

There are 4 different types of messages: Teammates requests, Reports requests, Energy gifts and Thank You gifts.

The messages in your inbox will be ordered according to their type. The number of messages you can receive varies according to the type of message. Once you reach the inbox limit for a particular type of message, all additional incoming messages of that type will automatically be deleted. All messages remain active for 3 days. They are automatically deleted if you do not accept them before their expiration date.

The messages are ordered as follows:
1. Teammate requests
2. Report requests
3. Energy gifts (+2 Energy)
4. Thank You gifts (+1 Energy and Lucky Cards)

If you're playing on Facebook (computer version) there is a limit to how many messages can be displayed at one time. Once you have accepted the all visible messages, you may need to reload your Message Center to display more messages

Why should I get all the Stars in a Case?

There are two benefits to earning all Stars in a Case:

  1. You earn a Gold Medal. Gold Medals enable you to unlock the Police Pet Shops!
    Furthermore, the Gold Medal gives you access to replay the Case in Elite Mode.
  2. Once you have arrested the killer and completed the Additional Investigation, you can trade your Stars for extra Energy.

Earning the Gold Medal

In every Case, you can earn a Gold Medal. To do so, you need to complete 3 steps:

  1. Get the Bronze Medal by arresting the killer.
  2. Get the Silver Medal by completing the Additional Investigations.
  3. Get the Gold Medal by earning all 45 Stars in a Case. This means filling all 5 Stars in each of the 9 Crime Scenes. (Note: Case 1 only has 15 Stars, and Case 2 only has 30 Stars.)

Trade your Stars for extra Energy Items 

In each Case (except Case 1 and 2) there are 45 Stars to earn. You need 36 Stars to perform all the actions in a Case, meaning you can continue earning up to 9 extra Stars at the end of a Case. You can trade those extra Stars for Energy Items!

As soon as you finish all required tasks in any given Case, you will have the option to trade in your Stars in the Tablet menu. Once you have earned enough Stars, click the "Buy for" button next to the Energy Item of your choice.

Can Stars be transferred from one Case to another?

No, Stars cannot be transferred from one Case to another. They have to be used in the Case they were earned in.

But even though Stars don't roll over to the next Case, they are still useful! After completing the Additional Investigation segment of a Case, you can trade in your remaining Stars for Energy Items!

What happens when I Level or Rank Up?

What happens when I Level or Rank Up?

As you progress in the game, you will earn XP points. You can keep track of how many XP points you have by having a look at the blue bar on the top left of your game screen. As you gain more XP points, you will Level Up (e.g. from Level 2 to 3, from Level 3 to 4). This is what happens when you do:

1. Your Energy bar is refilled to 110 Energy
For example, if you have 70 Energy points when you Level Up, you will gain 40 new Energy points (for a total of 110 Energy points). However, if you have more than 110 Energy points when you Level Up, you will not lose any of it but you won’t gain any either.

Tip:

Keep an eye on your XP bar and always try to use up your Energy before you are about to Level Up. Strategically consume (or rather, don’t consume!) your Energy Items before a Level Up in order to make the most of them.

2. You can share an Orange Juice with your friends
Each time you Level Up, you will have an opportunity to share free Orange Juice with your friends on Facebook. It will appear as a post in your friends' Facebook News Feeds. They simply need to click on the post to claim it! When they do, they will be given the option to send you a Lucky Card in return. Win-win! (If you're a mobile user, you must be Facebook connected and have Internet to take advantage of this feature.)

Please note that you do not get an Orange Juice when you Level Up; only your friends can receive it. However they will be grateful and hopefully return the favor when they get a chance.

3. You unlock new Avatar items
Every time you Level Up (after the first 3 Levels) you will unlock new Avatar Items! They will be available for purchase in the Avatar Shop so that you can further customize your Avatar.

When you reach a new Rank:
Sometimes when you Level Up, you also reach a new Rank (e.g. Deputy). When this happens, in addition to getting the opportunity to share free Orange Juice on Facebook, you have the opportunity to share free Potato Chips with your friends.

There are currently 17 Rank Ups and they occur when you reach the following Levels:

  • Level 1: Officer
  • Level 5: Deputy
  • Level 12: Detective
  • Level 20: Corporal
  • Level 32: Sergeant
  • Level 45: Lieutenant
  • Level 60: Captain
  • Level 75: Major
  • Level 100: Inspector
  • Level 125: Lead Inspector
  • Level 150: Commander
  • Level 175: Deputy Chief
  • Level 200: Commissioner
  • Level 250: Sheriff
  • Level 300: Ranger
  • Level 350: Marshal
  • Level 400: Senior Trooper
  • Level 500: General
  • Level 600: Secret Agent

What happens if I'm interrupted during a Crime Scene investigation?

You're playing on a computer:

If, for whatever reason, you need to quit or refresh your browser in the middle of a Crime Scene investigation, you will be given two options when you reload the game:

  • Abandon the Crime Scene 
  • Resume the Crime Scene

When you abandon a Crime Scene:

  • The 20 Energy you used to enter the Crime Scene are not restored
  • If you were using Boosters before the page was refreshed, these Boosters are considered used and are not restored to your inventory

When you resume a Crime Scene:

  • You can play the Crime Scene investigation that you began 
  • The time counter displays an infinity symbol and you will not be able to benefit from any Time Bonus
  • If you were using Boosters before the page was refreshed, these Boosters are considered used and are not restored to your inventory
  • Your previous Partner becomes unavailable and is replaced by Jones

We apologize for the inconvenience this may cause. Please note this is not a bug and is necessary for technical reasons.

You're playing on a mobile device:

When the app is shut down during a Crime Scene investigation (e.g. force closed or your battery runs out):

  • You are unable to continue your interrupted Crime Scene investigation
  • The 20 Energy you used to enter the Crime Scene are not restored
  • If you were using Boosters, these Boosters are considered used and are not restored to your inventory

When you have been interrupted during a Crime Scene investigation (e.g. phone call or text message):

  • You are able to return to your Crime Scene investigation and continue where you left off
  • The time counter will keep running during your absence

Why can’t I play Cases in Pacific Bay or the World Edition?

As the story line is linear, in order for you to play in a new city, you will have to solve all the Cases in your current city. That means, after you have solved the last Case in Grimsborough, the story will take you to Pacific Bay. If you then have solved all Cases in Pacific Bay, you will be asked to investigate in the World Edition!

Keep investigating and following the story - there are always new adventures ahead!

How do I change my Avatar’s clothes and gender?

Customize your Avatar:

Customizing your Avatar with different outfits, hairstyles and faces is a fun way to create an original avatar to show off to your Teammates! :) Switch it up as often as you like! 

How to customize your Avatar:

  • Click the Blue T-shirt icon on the Map screen
  • Use the tabs to select one of the 4 categories: Clothes, Accessories, Hair or Face
  • Click on the various Items to get a preview of what they'll look like on your Avatar
  • When you find an Avatar Item that you like, click the "Buy" button below the Item (if it's already in your Inventory, skip to step 6)
  • A pop-up will appear asking you to confirm the purchase of the Item with Coins
  • "Equip" / "Unequip" the Items you own to customize your Avatar as you wish

Please note that after trying on or buying an Avatar Item, you must click "equip" underneath the item in order to "wear" it.

If you're playing on a mobile device, we also recommend increasing your game XP (by playing a Crime Scene) after changing your Avatar in order to save and synchronize any changes you make (this is because synchronization is based off of your highest XP value).

Change your Avatar's gender:

You can also change your Avatar's gender. If you do this, please note that you will not get the corresponding gender equivalent Items of those you had earned or bought for the other gender. However if you change your gender back again, you will recover all the Items you had previously bought.

In other words, you can be rewarded or buy Items for both genders, but those Items will be exclusively available for the gender that you bought them for. 

How to change your Avatar's gender:

  • Click the Blue T-shirt icon on the Map screen
  • Click the "Change Gender" button
  • A pop-up will appear asking you if you really want to change your Avatar's gender for 1500 Coins - click the "Confirm" button

What is the "Calm Down" effect? How do I get the "Relax" Trophy?

What is the "Calm Down" effect?

The "Calm Down" effect is a 3 second time penalty for multiple and quick misclicking (that is to say, clicking on incorrect items or on the background). When this happens, officer Jones will appear to tell you, "We need to calm down" and you will be blocked from further clicks for 3 seconds.

How do I get the "Relax" Trophy?

To earn the "Relax" Trophy, you need to receive the "Calm Down" effect at least 5 times. To get all 5 "Relax" Trophies you need "Calm Down" at least 50 times. 

Can I reset the game to start over from the beginning?

No, unfortunately it is not possible to reset the game.

If you really want to restart from the beginning, you can play Criminal Case on another Facebook account. However, before doing so, please take time to review Facebook's policy regarding personal accounts: https://www.facebook.com/legal/terms.

If you're playing on the mobile app, and you're NOT Facebook connected, you can uninstall and reinstall your app to reset your progress. Please note that this cannot be undone!

I think I found a scam page or fake offer. How can I tell?

Even though we are actively fighting against scams, you may see some malicious messages or links appear in users' comments below our daily posts on the official Criminal Case Fan Page.

These links will redirect you toward scam pages with unrealistic offers that claim to give free in-game Items (Burgers, Energy, Cash, Coins...). These pages will often ask you to "like," comment, post and/or share something in order to receive a free reward.

You will never receive anything that way, and we recommend that you never take any of the aforementioned actions. Doing so will only end up spreading the scam comments and messages even more.

The only links that offer you free in-game Items are the following:

As identified by the blue "check" badge, the Criminal Case Fan Page is the only Facebook "Verified Page" about the game.

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